The Level at Melia White House

Location, Staff, Breakfast

The Aircondition was not good.

Elevator system is inconvenient and inefficient. Shower design was not useable by anyone over 6 feet tall and shouldn't have a translucent wall or towel warmer where towels can get wet. Lights should be controlled with normal switches.

The Level area The cleanliness Big bed and sofa

Little shower head didn?t work Traditional plug sockets in slightly awkward places but didn?t spoil my stay

The staff were friendly and very engaging. They check in and out was fast. Many of the team members took time to get to know us and have conversations. Several seemed to be new team members, but all very nice and helpful. Very clean.

We paid extra for the level and the food was limited and not good. The wine and beer selection was fine. Breakfast was good, but the rest of the day, the food choices were really poor, and we ordered from the pay menu which was also disappointing.

The service and all of the complimentary services.

I didn¿t like the fact that they made you pay for a bucket of ice. I didn¿t like that they only had big chunks of ice instead of crushed. There wasn¿t a microwave to reheat food and I had some scuff marks on my bathroom wall and it was a bit dusty.

The food and drink on offer in the executive lounge.

The underground line it was closest to.

Location and some of the staff - there were a couple that were exceptional.

The receptionist was not great. Ended up paying twice as they didn’t except the Booking.com payment despite me evidencing. Was made to feel quite uncomfortable. The payment was returned within 48 hours but could have been handled much better.

The staff were attentive and helpful. The executive lounge was amazing and made such a difference to our stay with lovely snacks and drinks. The hotel room was spacious, lovely big shower and the bed was very comfy. Bar 35 was nice with very friendly bar.staff. The secret cinema night was an amazing surprise.All the staff very incredibly friendly at every contact point. Special shout out to Andrea on the Level reception who was extremely helpful wth check in

I tried to arrange a valentine's package for bubbly etc to be in the room on arrival. The guest experiences team were extremely slow to respond and despite booking almost 3 weeks before arrival couldn't get everything confirmed until the day of our arrival. The package wasn't in place when we arrived and so we missed out on the opportunity for that experience.

Spacious, clean and warm atmosphere

Only positive thing to say is central location

Terrible service, reception and even room service never picked up phone. Our two suites were mixed up at check in, these things can happen, but the hotel staff didn’t do a thing to resolve this and didn’t even seem to understand what the issue was... We had 2 suites, and items such as bathrobes were rather dated. Food from room service was disappointing as well (when they finally had picked up the phone…)In summary - overpriced and absolutely under delivered.

The location was great and the staff was brilliant, I would go back again for them two reasons, the breakfast was also very good overall it was a good hotel.

We booked a premium level room when checked in I noticed a musty smell in my room that only got worse in the night I had to have my windows open all night so it was very noisy from the road I mentioned this to the Level reception in the morning and Jacqueline changed my room straight away and also gave us late check out completely as we was leaving that afternoon.That was my only issue was the room overall the hotel and the staff was brilliant. I will definitely stay again in the future.

The lounge was a lovely extra with an amazing breakfast and nice selection of snacks and drinks throughout the day. Helpful staff and nice clean hotel.

The location was good for bus but not as good for tube access.

The location is fantastic, the room was lovely, large, comfortable and clean. The bed and pillows were extremely comfortable, the towelsIn the room were thick and generous in size. Breakfast was delicious and had lots of choice. It was excellent value for money for a night in London.

Before we arrived, we had the option to check in online, however, the price shown was slightly more than the confirmed booking.com price so we decided to check in, in person. When we tried to do this, we were told that we had to pay the slightly higher price. It was only a couple of pounds but it felt wrong as this was not the price confirmed on our booking by booking.com. To resolve this, we just paid on the booking.com app and were then told that we couldn’t check in until the payment had gone through. We returned several hours later and were told we needed to Pay for the room again, so we shared the Booking.com payment confirmation Email to show we had actually already paid. All fine, when checking our, we were asked toPay for our room again. This was a bit annoying that we were challenged 2Times in this way. Other than that, the hotel was lovely however the shower was either too hotOr too cold and could not seem to regulate for quite some time. Also, the sound I. The tv was terrible and some channels kept freezing. Other than this, all good.

Excellent location and a very nice hotel

We were woken by the people upstairs showering - the sound of the water running down the drain sounded like it was running into our bathroom

Very comfortable room and well equipped. Every member of staff were polite, friendly and helpful. The level lounge free food and drink, both quality and availability.

Generous hotel with warm spanish hospitality.The Level lounge that is open all day long with snacks and drinks is a real treat for recharging. Breakfast was great.

Low ceiling in room. Warn out and stained carpets in floor corridors. Not enough in-room storage for 2 people. Street noise isolation could have been better.

Good location

We checked in on Friday after 4 PM, and from the very beginning both the room and bathroom were cold. At first, we assumed the room simply needed time to warm up, so we went out.When we returned, the heating still was not working despite the air conditioning being set to maximum. We tried contacting reception multiple times during the night and the following morning, but no one answered.After reporting the issue in person at reception the next morning, staff confirmed there was a heating problem and informed us that the manager would offer compensation and temporary solutions. At that point, the hotel was clearly aware of the issue, yet guests were still being accommodated in cold rooms. This was during a period of very low temperatures in London, and the room temperature was clearly well below a comfortable level.The manager later apologised, explained that fixing the issue would take time due to the age of the building, and promised compensation, an extra duvet, and a portable heater. Unfortunately, none of these temporary solutions were delivered.We were offered a room change while we were already leaving the hotel in the evening. Upon our return around midnight, the heating still was not working, the room and bathroom were cold, and no heater or extra duvets had arrived. We were then forced to relocate all our belongings late at night to another room, where the heating finally worked.Spending most of a two-night stay in a cold room and having to move rooms after midnight is not what one expects when choosing and paying for a five-star hotel. While technical issues can happen, the handling of the situation, lack of follow-through, and poor communication fall far below five-star service standards.At check-out, we were told that no compensation could be offered because the booking was made via Booking.com, which is unacceptable. While technical issues can happen, the handling of this situation and lack of follow-through fall far below five-star standard

Breakfast, snack and Tapas Time perfect. Very comfortable bed. Brand new structure with all comforts. Awesome position, many places could be reached by foot, but the metro was at 2 mins walk.

The family room had the bath in the entrance, which was strange. Of course toilet and shower were separated. We changed it for another room making a downgrade. We expected to keep some minor privileges, such as the bath robes, but we didn't. In general the staff was very kind and proficient, so i guess some more efficient internal communication would not hurt.

Nice room. Every member of staff was lovely.

We didn’t like having the door knocked at 9.30 (when we had a midday checkout) to check we would be checking out. We did not like having one tea cup and 1 tea bag. We did not like going down for breakfast (in the exclusive premier room) to be met by a 15 yard queue that was not moving and so we gave up. We did not like having being billed a further £10.25 with for accommodation service whatever that is. We could not ask as the exclusive check out desk had one person on it and about a dozen people waiting.

Breakfast was fantastic, probably the best part of the facility. Location was good, the Great Portland Street Underground station is right across the street. The floor layout is a hub and spoke like the Paris Hotel in Vegas. This wasn't bad as it keeps fewer people from going by your room. The dining staff are very nice and attentive to your needs.

We had an issue that we brought to the attention of the hotel staff more than once. They could not accommodate moving our room but they said they would make it right- nothing happened. No communication. Our shower door did not have a seal, so water came out and was all over the floor every morning. You could tell this was an issue as the baseboard was swollen and pulled from the wall. This also made the floor slippery. Evening snacks were sparse, nothing impressive at all. Hallways smelled like smoke in the mornings.